The player from Switzerland reports that the casino fails to honor responsible gaming commitments, having ignored multiple requests to close the account due to gambling addiction. Despite informing them through chat and email, his account remained open until he deposited over $2000, after which it was finally closed. The player seeks a refund of his deposits.
Celsius Casino - Player’s account remains open despite closure request.
Amount: 2,000 CHF
Celsius Casino
Safety Index:Above averageSafety Index
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6.8
Celsius Casino has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
6d 19h 15m 2s
Case summary
4 hours ago
Public
Public
7 hours ago
I would like to inform you about the casino. The casino does not deliver what it promises on the subject of repsonsible gaming and makes money and profits from gambling addicts.
The casino was informed by me in the chat that I want to close my account, I was confirmed that the support will contact me. The account remained open. Also via email and repeated emails that I would like to close the account due to my gambling addiction remained unanswered.
A casino that values player protection and acts responsibly should be ashamed of itself for having such an ethical attitude.
The casino makes profits from addiction!!!!!
I want the refund of the Deposits
28.10 Informed by Chat- not reply
Accounts stays open
30.10 Informed by Email and Chat- no reply
Accounts stays open
31.10. Informed again with chat and Email- accounts was closed after deposit more then 2000 Dollar to them from the moment when I informed them.
Public
Public
4 hours ago
Dear Pradna12,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Celsius Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain when was the last time you made a deposit in the casino?
- Have you requested a refund from the casino already? With what result?
- Could you please share with me the evidence supporting your claims? (Self-exclusion requests with timestamps; responses from the casino)
- You can post screenshots here or send the information to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Pradna12 has 6d 19h 15m 2s to reply
